Call Center Call Center Performance Metrics 1 — Questions and Answers
Question 1: What does 'Average Handle Time' (AHT) measure in a call center?
- The total time an agent spends on a call including hold time and after-call work (Correct answer)
- The time a caller waits before reaching an agent
- The percentage of calls resolved without a transfer
- The number of calls handled per agent per hour
Correct answer: The total time an agent spends on a call including hold time and after-call work
AHT is the sum of average talk time, average hold time, and average after-call work (ACW). It represents the full time an agent is occupied with a single interaction from start to finish.
Question 2: A call center's occupancy rate is 92%. What does this indicate?
- 92% of calls are resolved on the first contact
- Agents are actively handling calls or in after-call work 92% of their available time (Correct answer)
- 92% of callers are satisfied with their experience
- Agents are idle 92% of their shift
Correct answer: Agents are actively handling calls or in after-call work 92% of their available time
Occupancy rate measures the percentage of time agents spend on call-related activities (talk time + hold time + ACW) versus their total available time. A rate of 92% means agents have very little idle time between calls.
Question 3: Which call center metric measures the percentage of callers who hang up before reaching an agent?
- Transfer Rate
- Abandonment Rate (Correct answer)
- Wrap-up Rate
- Escalation Rate
Correct answer: Abandonment Rate
Abandonment Rate (also called Call Abandonment Rate) is the percentage of inbound calls where the caller disconnects before being connected to an agent. High abandonment rates typically indicate inadequate staffing or excessive wait times.
Question 4: A call center tracks 'Cost Per Call.' How is this metric calculated?
- Total number of calls divided by total agents scheduled
- Total operating costs divided by total number of calls handled (Correct answer)
- Average handle time multiplied by the hourly agent wage
- Total payroll costs divided by calls resolved on first contact
Correct answer: Total operating costs divided by total number of calls handled
Cost Per Call is calculated by dividing the total operating costs (including labor, technology, and overhead) by the total number of calls handled in a given period. It is a key efficiency metric for budgeting and benchmarking.
Question 5: What is 'Agent Utilization' in a call center context?
- The ratio of calls handled to calls offered to an agent
- The percentage of total paid time an agent spends on call-related activities (Correct answer)
- The number of calls an agent escalates to a supervisor
- The average satisfaction score given by callers to an individual agent
Correct answer: The percentage of total paid time an agent spends on call-related activities
Agent Utilization differs from occupancy in that it accounts for ALL paid time, including breaks, training, and meetings. It is calculated by dividing productive (call-related) time by total paid hours, giving a broader view of workforce efficiency.
Question 6: Which metric specifically measures customer loyalty by asking how likely a customer is to recommend a company to others?
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS) (Correct answer)
- Customer Effort Score (CES)
- Quality Assurance Score (QAS)
Correct answer: Net Promoter Score (NPS)
Net Promoter Score (NPS) is measured by asking customers a single question: 'How likely are you to recommend us to a friend or colleague?' on a 0–10 scale. Respondents are classified as Promoters (9–10), Passives (7–8), or Detractors (0–6), and the score is calculated by subtracting the percentage of Detractors from Promoters.
Call Center Call Center Performance Metrics 1
What does 'Average Handle Time' (AHT) measure in a call center?